Delivery Service & Returns Policy

DELIVERY TERMS

Hope Plants Ltd deliver all year round to anywhere in mainland UK (not including Northern Ireland). It is important that you specify a delivery address and it is vital that the information is accurate. Subject to stock, all items should be received within 15 working days, but please allow up to 28 working days for delivery.

Please remember that many items on the site are for ordering in advance, out of season, In which case, these will be delivered at the appropriate time for those items when the crops on our nursery are ready plant. We suggest you have the items sent to an address where there will be somebody to receive your order. If this is not possible please be precise about where you would like the goods left if a suitable location exists. Hope Plants Ltd will not be liable under any circumstance should a delivery be delayed due to external influences beyond our control.

Our carriers will attempt delivery several times if you are not in and leave cards informing you of this, and where they can be contacted to arrange a time to deliver when you will be available to received the goods. (It helps a great deal if you do add your mobile phone number to your contact details when ordering as it means that couriers can send you updates by text message as well as being able to contact you.)

Should the carrier subsequently return the goods to us having left cards and attempted delivery more than once, or should goods be refused at point of delivery, we reserve the right to charge a 25% restocking fee. If the goods are returned by the carrier after they have attempted delivery several times and are deemed to be unsuitable for re-sale, due to their perishable nature, you will be liable for the full purchase cost of the items, and we reserve the right to re-ship your order or offer any refund for the goods at our discretion.

DELIVERY COSTS

Delivery is FREE ON ALL ORDERS OVER £15 in value for all deliveries throughout the UK mainland only (not including Northern Ireland)

Standard Delivery: £3.50 average dispatch time is 3-5 working days, but please allow up to 7-10 working days for dispatch during peak season/around public holidays when couriers do not operate and we are unable ship.  (Please note for example the Easter period includes 2 Public Holidays either side of a weekend and May 2023 includes 3 long weekends too - so  if you are waiting on an order, don't panic, it will arrive quickly after these weekend if not before.)

Exclusions & Conditions

We cannot deliver to Northern Ireland or Southern Ireland or Channel Islands due to customs regulations relating to the transit of live plants. We are also unable to deliver to BFPO and PO Box addresses due to the extra time plants are in transit.

For some of the Scottish Highland and Islands postcode areas we have limited shipping capability, if there is an issue with your order, we will contact you to discuss further.

Placing an order constitutes acceptance of these Exclusions and Conditions in addition to our other policies and terms of trade throughout the site. Hope Plants Ltd cannot be held liable for any issues arising related to any delay with order delivery. (It helps a great deal if you do add your mobile phone number to your contact details when ordering as it means that couriers can send you updates by text message as well as being able to contact you.)

Returns Policy

If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition* within 14 days of receipt. We will issue a full refund on receipt, or exchange the item for another if preferred. Some products are non-returnable as they have a limited shelf life. These products are clearly marked with a '+' next to the product name. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Should you make a return, please note that we do not cover the shipping cost. If you return an entire order we will reimburse the original delivery cost where applicable.

Please note that due to the nature of our products - plants, pot sizes and dimensions may vary between seasons - so do not be alarmed if your trees have no leaves in winter, your roses have been pruned or topiary freshly clipped, or if your plants arrive in different sized containers at different times of the year. If you have any questions, do not hesitate to contact us.

We guarantee your satisfaction. If you are not delighted with your products, contact us within seven days of receiving your order and we will arrange for a replacement to be delivered. You have the right to cancel your order within seven days of placing it with us but need to give us three days notice before your delivery date. All deposit payments are non-refundable but can be used as an exchange. 

Amends & Cancellations

To amend or cancel an order which you have not yet been dispatched, please contact us with details of the order you are amending or cancelling. If you wish to cancel an order which has been received, please follow the return instructions above.

Faulty or Wrong Item

If the item you received is faulty (excludes plants), please contact us through the customer care section of your account, quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. If you are asked to dispose of the faulty item, do not do this until a replacement arrives, as we may need to raise a collection and return direct to a manufactuer. Please note plants are a live product, excluded from our faulty/wrong item policy. Superfluous minor transit damage such as the odd snapped twig or leaf on a plant does not make it faulty and we warrant that it will grow well, they are therefore not covered by the above, and if you are unhappy with them, they will have to be returned to us. Remember plants will have varying appearances depending on time of year if they do not arrive as you expected, and images used online show plants grown on/at their seasonal peak of performance.

If your plants are damaged or incorrect on delivery, we expect the customer to notify us within a maximum of 14 days to allow us to resolve the complaint. The reason for this policy is firstly because any detrimental effects of the transit journey on plants will be evident within this time and also because plants are perishable, living items, that require specific care and maintenance from the customer in order to keep them alive and healthy. By keeping a perishable item without notifying Hope Plants Ltd of any issues within the first 14 days of delivery, you are accepting the plants as being of a suitable condition on delivery.

Guarantees

1 year guarantee on plants, shrubs, trees and perennials

Our fully hardy plants (excluding bulbs, annuals, biennials and short-lived perennials) are all guaranteed for 1 year after you've bought them. If it fails in the first 1 year, send us a picture of the plant along with your order reference number to info@hopeplants.com. Our plant experts will assess the photograph and if possible identify the problem. We will issue a gift voucher to the value of the purchased plant. This guarantee does not include any plants damaged due to lack of watering or lack of proper horticultural care, so plants will not be replaced if the care guidelines have not been followed. Also, because these are completely beyond our control, we cannot be responsible for any airborne pests and diseases such as box blight, fungal leaf spot or aphids etc.